why use excel, doesn't your organization use a ticket tracking system with built in monitoring? Principal used HP Service Center and all the reporting/tracking can be done within the app, of course you have to be a leader to have access to this functionality.

Keep in mind that I work for a consulting/contracting/outsourcing company... I mean, I work for a managed services company.

We are at the mercy of the reporting that the client provides, and unfortunately, they don't need to report on things like I do since I am bound by specific contractual obligations.

Plus the reporting I get, while somewhat informative, doesn't give me totals per technician, totals per geographic location, SLA missed or met, etc. Just data. Some other reports will give SLA information, but not the others, so I just do all of my own data manipulation from 2 data dump reports (one for each ticketing system) instead of having to use their SLA reports AND these 2 reports anyway.